Complaints

This profile includes complaints for Spencer's TV & Appliance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Spencer's TV & Appliance

  17500 S 40th St Chandler, AZ 85226-2572

  
• 

  Spencer's TV & Appliance

  525 W 21st St Tempe, AZ 85282-2027

  
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  Spencer's TV & Appliance

  13800 W Mcdowell Rd Goodyear, AZ 85395-2637

  
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  Spencer's TV & Appliance

  13820 N Tatum Blvd Phoenix, AZ 85032-5534

  
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  Spencer's TV & Appliance

  2711 S San Tan Village Pkwy Gilbert, AZ 85295-0712

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope this message finds you well. I am reaching out regarding an unresolved issue with my recent appliance purchase from *******, specifically concerning the fridge ******** August or September 2023, I purchased a fridge, stove, microwave, and dishwasher, all in a matching brushed black metal finish by *******. My sales associate, ****** *******, has assisted me with multiple properties and assured me that the fridge (Item #RF29A9071SG) would have matching doors. He mentioned that these special order doors would arrive within 4-6 weeks.Unfortunately, it has now been over a year since my purchase, and despite my numerous follow-ups, I have yet to receive any updates or responses regarding the door replacements. I have been patient, but the lack of communication and resolution has been disappointing.I am attaching the following documents for your reference:The modified invoice (as of May 2024) reflecting my request for a credit for the doors.The original invoice.A record of text messages exchanged over the past year inquiring about the status.I kindly request your assistance in resolving this matter promptly. Thank you for your attention, and I look forward to your swift response.

  

  Business Response

  Date: 10/30/2024

  We apologize that this process is taking so long. This is part of a rebate program through *******, not Spencers, and as such we do not step in and provide compensation in the event that there is an issue with Samsungs rebate program. We encourage you to contact ******* directly, as this is a ******* issue, and ******* would be the best party to assist you in solving a problem with their rebate. Please contact ******* directly at ************** and they will assist you with your rebate. 

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally detail the series of unfortunate events surrounding the installation of six appliances I recently purchased from your company. My total out-of-pocket cost for these appliances, including tax, exceeded $19,000, and I paid over $625 for installation services, which were supposed to ensure that four of the six appliances were professionally installed, tested, and ready for use.Unfortunately, the installation process was anything but satisfactory. At the end of the initial installation, not a single appliance was functioning. This resulted in three additional visits before my column freezer and column refrigerator were finally installed and operational.Additionally, my Free Standing Pro 36" Range was incorrectly installed, requiring the technician to make adjustments and test the unit to achieve proper leveling and functionality. Moreover, there was a significant issue with the single wall oven that I was unaware of until minutes after the installer left. When I reported this problem, I was advised to let the service team examine the oven instead of the installer. It felt as though there was prior knowledge of a potential issue with the oven not closing or opening properly.When a technician finally came out, I was informed that the entire oven would need to be disassembled and reassembled due to a defective hinge assembly. This further exemplifies the negligence during the original installation.Given these ongoing issues and the subpar service provided, I am requesting a reimbursement for the installation charges and an immediate resolution regarding the defective oven.

  

  Business Response

  Date: 10/21/2024

  The sales manager for the location where the appliances were purchased and the customer have been in contact, and are working out a solution to address these issues. 

• Initial Complaint

  Date:09/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Frigidaire refrigerator from ********* Appliances and when the delivery company delivered it they damaged shelves in the freezer. The delivery company people never reported the damage and it has now been nearly two months since we purchased the refrigerator. ********* repair company told us several times they are on order and still no results. Then the repair company stated they have no record of the order for replacement shelves. This needs to corrected or I want a new refrigerator.

  

  Business Response

  Date: 09/19/2024

  The parts for this refrigerator are due in very soon, and once they come in the customer will be contacted, and the parts installed. We apologize that it has taken longer than expected, but it looks like the wait is nearly over, and we will call right away when they arrive. 

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6.6.24 I purchased 2 ***** Dishwashers for $5228.00 plus tax from Blake ****** *he store manager. *********************** He said we would get $400 x2 rebate from *****.
  ***** wrote that Spencers was not eligible to do that, after I was unable to get online.
  Numerous texts and a phone call were not returned once appliance was installed.
  See copy of text from Blake acknowledging rebates, then nothing after 6.8/24.
  Also attached is note from ***** stating Spencers was not on their list.

  

  Business Response

  Date: 09/11/2024

  The store manager has reached out to this customer to
  attempt to resolve the issue. The models that the customer purchased do qualify
  for the rebate, and the store manager is working with our ***** rep to get the
  rebate pushed through their system. This is entirely a manufacturer issue
  preventing the speedy delivery of these rebates, though we are doing as much as
  we can to nudge them in the right direction to get this rebate issued. We do
  hope to have good news for the customer very soon as we continue to work with
  the manufacturer to approve this rebate. 

  Customer Answer

  Date: 09/13/2024

  At this time, although ***** has my telephone and email, having spent a great deal of time and effort on the phone/emails with their support and Rebates teams, I have heard nothing from from them.

    Although Spencers claims this is *****'s issue, ***** told me just the opposite, that I needed Spencers to fix the problem, which I have been trying to do since early June.

     So, I am guardedly hopeful, but given Spencers refusal to help, I must reject at this time since Spencers has NOT resolved this long standing problem.

  

  Business Response

  Date: 09/19/2024

  As stated in the previous reply, the store manager is
  working with the ***** rep to get their system to approve the rebate, as
  Spencer’s was definitely a valid participant in that rebate program, and the
  rebates are promised by the manufacturer, not Spencer’s* ***** gives Spencer’s
  no incentive to use incorrect rebates, or process rebates at the store level. Manufacturer
  rebate processing happens with the manufacturer, which is *****, and as such
  the Meile rep that we work with has taken over the process from us. Once this
  rebate is available, ***** will issue it to the customer. 

  Customer Answer

  Date: 09/21/2024

  To BBB:

  Thank you for your continued efforts.

  The fact that a large business like Spencers, experienced in sellling appliances like this, continues to get rejections from Miele after their resubmissions.

  This should be easy for a large firm like Spencers and raises serious doubts in their representations that rebates will be forthcoming.

  My patience is waining.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband went to the location on ********** and country club in **** ******* ***** . The ************* was rude because we had a pixel on our **** and sharp and there was a pixel on that too.it cost $3,000 dollars. And the other guy and *** wanted us stuck with a TV that didn't work correctly. And we really wanted our money back and he always complained about his wife and ***************** he bought the same tvs we bought the same tvs. And he was so worried about his wife and it made us upset. We went through the company and they never helped us. We are on oxygen and have cold and other health issues we just want our money back. Thank you.

  

  Business Response

  Date: 08/13/2024

  We are sorry that you are having a service issue with your television. The manufacturer has trained and certified repair technicians that can address any service problem that you may have under the manufacturers warranty. All you would need to do is contact the manufacturer by phone, and they will connect your with a servicer in your area that can make the repairs.Covered manufacturer repairs are done at no cost to the consumer, and if you are still under warranty, this is the best way to get that tv repaired and back running the way you expect. Please give them a call, and they will dispatch a tech that will make sure your tv runs as it should. 

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Icemaker on my Bosch fridge quit working. Goldwing Appliance Repair (Spencer’s) has been out 11 times, replaced board 3 times, ice tray once, one tech said it was water solenoid, have to order, then another tech shows up with it and says oh, that’s not the problem. Now, they can’t get ahold of the Bosch Factory Service Manager. Ridiculous! Warranty has provision “If reasonable attempts to repair the Product have been made without success, the Bosch will replace your Product”. It’s apparent that we are well beyond reasonable attempts threshold at this juncture.

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have shopped at ********* before and were pleased. this time our refrigerator needed to be replaced. *** helped me and I was debating between the Bosch 800 series and the ** Cafe model. He sold me on the **Cafe. they were able to deliver the next day. great. after it was installed I noticed the front was scratched and dented. I called the store and let them know. They had a tech from ** come out. he said they would have to replace the door shell and it would be a two hour job. sounds crazy. Also would be a couple weeks until the new shell could be located. I asked him about the ice machine that is set to cubes yet comes out as crushed half the time. He explained that was a fault in the design. later confirmed with the salesman. We decided this was not satisfactory and asked if we could exchange the machine for the Bosch we should have purchased originally. Not without a $800 restocking fee! We have a refrigerator freezer that wont make ice as described.

  

  Business Response

  Date: 06/12/2024

  ********* and the customer have come to an agreement that is acceptable to both parties. 

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/21/24 my husband and I visited and purchased 3 appliances from Spencer's TV & Appliance at the ********** showroom. When our salesperson was inputting all information into his computer to process the sale, we asked him several times if there was anything else we needed for the install. Each time he said no, we have everything we need. In addition to the charges for the 3 appliances, we were charged for installation and haul away for each appliance. Acceptable at this point. Long story shortened due to the limited characters allowed in this post, we were charged additional amounts from outside companies referred to us by ********* totalling $434.31 for their charges and shipping costs. We feel that this information was hidden from us at the time of purchase. The issue was that we werent told about this at the showroom. Had we known this, we would have reconsidered our purchase. We are an elderly, fixed income couple. Any large purchases we make are planned and saved for in advance. We feel that it is only fair for Spencers to reimburse us for these additional shipping and installation costs that were paid by us, given that we were not told in advance of the additional costs that might be required of us at the time of purchase. ($184.31 and $250.00)I can provide you with copies of the invoices from MicroTrim and ********** Services, LLC if needed.We feel that it is only fair for Spencers to reimburse us for these 2 additional costs that were paid by us to outside businesses referred by ********* given that we were not told in advance of the additional costs that would be required of us at the time of purchase. ($184.31 and $250.00)We would appreciate your response to this email and request as soon as soon as possible.

  

  Business Response

  Date: 06/04/2024

  When a customer makes a purchase of new ***********************, we dont know what their home looks like, what kind of electrical connections they have,gas valves, cabinets, countertops, plumbing, etc. Since we dont know any of these things, we give the customer specs on the *********************** that they purchase,which is noted on the second page of the customers invoice that was not uploaded to the BBB. We give customers the specs on the *********************** so they can look when they get home, and make sure that the area is to spec, and ready for install. Our install fees cover standard installation of appliances in openings that are correct according to the manufacturers spec sheets. Had this customers cooktop and microwave cutouts been to spec, there would have been no additional charges. The salesperson gave the customer the specs of the *********************** they purchased, but the customer did not use them to check if what they bought was going to fit. Again, Spencers cant do this ourselves, because we dont live in the customers home, and every home is a little different. In this case, the customers granite needed to be cut to accept the cooktop, and they purchased a 30 microwave when they had a 36 opening, which required filler pieces on the sides to install. This should not have been a surprise to the customer at all,since all of this information was on the spec sheet, and it would have been easy to tell that their opening was too small for the cooktop that they chose,and the microwave cutout was 6 too large. We are sorry that the experience wasnt what the customer was expecting, but it was not due to any shortcomings or withholding of information on the part of Spencers, so we cannot assist with paying these additional expenses, as they were necessary to get the openings to spec for installation.  

  Customer Answer

  Date: 06/04/2024

  We did take measurements to the best of our abilities before going to the showroom.  The second page of our invoice you are referring was NEVER received.  There is only 1 page stapled to the back of the inside of the folder and the charge card receipt stapled to that 1 page that was given to us. There was only 1 page to take a photo of. Also separate pages of specs were found when we arrived home that night. There is no way we can prove this to you.  We dont appreciate whoever responded to this complaint insinuating that we were withholding information. We have been a good customer with ********************** for a long time. We were aware of the size difference of the open space for the microwave, however, we were NOT told by the salesman that there would not be any microwave filler pieces included in the box with the new ** microwave. Our old GE microwave came with side filler pieces to make up for the space difference. Regarding the ** cooktop, we wish we had been told on the phone when we called that there would be an additional installation fee by an outside installation company.  Upon re-thinking after sending our original letter to you, we realized that we should have only asked to be reimbursed for our original installation fees for the microwave and cooktop.  Spencers never installed these two appliances but just left them in the box at our home when it was discovered that they wouldnt be able to do the install. Spencers charged us $90 for the cooktop and $99.95 for the microwave installations.  Please reimburse us for these 2 installation fees since you did not install them. Sweet **** Services (the company you referred to us) performed the install and charged us. We hope that we can come to an agreement on this request and hope you can see our side of this issue.  Thank you for your time and attention to this matter.   Mr and Mrs *********************

  

  Business Response

  Date: 06/05/2024

  The installation fees that Spencers charges for putting in the cooktop and the microwave are the standard installation charges for those appliances. The additional charges that you paid to the installer were for the modifications to get the areas to spec to be able to perform those installs.Those do not include putting in the appliances, as those fees were for the granite cutting that needed to be done because your cooktop opening was not large enough, and the filler pieces that needed to be ordered due to choosing a 30 microwave for a 36 opening.  Those are not install charges, they are more like remodeling charges. Sweet **** Services is still paid by Spencers for installing the microwave and the cooktop, which you were charged $99 and $90 respectively for installing. Additionally, you stated in your reply that you did have the specs from the salesperson, and that you thought that the microwave came with fillers since your old one did.Unfortunately, without you telling your salesperson that filler strips for the microwave were important to you, we dont know that you made such an assumption. This would be no different than assuming that your new dishwasher came with a third rack, since your old one did, or assuming that your new washing machine will have a deep fill feature, because your old one did. This is one of the many reasons we send customers home with specs, so they can be reviewed, and surprises can be avoided. We apologize that this did not happen in this particular case, but all of the tools were given to you to ensure that you were purchasing exactly what you wanted. Finally, at the point where the mods were being discussed in your home, the installer told you that you could decline the work, and talk to your salesperson about picking out different appliances that fit the existing cutouts, which you declined. For these reasons, Spencers cannot be responsible for the choices that you made regarding getting these appliances installed.   

  Customer Answer

  Date: 06/05/2024

  
  Better Business Bureau:
  

  We have reviewed the responses made by Spencers in reference to complaint ID ********. Unfortunately we have decided that this is no longer worth our time and trouble to keep going back and forth with this company over this.  We are not happy with their responses and cannot prove what was said or wasnt said to and from everyone involved on our behalf or by us.  We are always hopeful that people or companies will admit when they might be wrong, apologize and do the right thing in the end.  It saddens us that this is what the world has come to.  Because of the fact that this has become a bigger burden and headache than what we expected, we will not be pursuing this complaint any further

  With honest and best of intentions,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:06/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new refrigerator from this store and it was delivered with a dented door.They agreed to replace the door and scheduled to send a replacement for it. It was the wrong door.So now, every few months they send a guy out with a door to replace the dented one with and it is always the wrong door.They have made four or five trips with the wrong door and have never replaced the door.I have called and left messages for the manager and have even gone in to the store in person to talk with him, but havent there and has never called me back.This has been going on for almost **************************************************************** a call back about why the heck it is taking so long Even the poor guy that keeps coming out with the wrong door is embarrassed.

  

  Business Response

  Date: 06/13/2024

  We apologize that this replacement door is taking so long.Spencers has purchased several from the manufacturer directly, using their specific part number associated with that door, and still they continue to send us incorrect parts. The service manager has reached out to the manufacturer and ordered what we hope to be the final door, having disclosed all of the previous errors on the part of the manufacturer that have occurred up to this point, and they both believe that this is the correct part number, and the correct door that is being sent to us. Their ETA is about two weeks, and we will contact the customer to install once it arrives. Again, we apologize that the manufacturer continues to send us the wrong door when we have been ordering directly from their parts diagrams for the exact model that the customer owns. 

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased a Beauty Rest Called Black Beauty from Spencers Appliance. Phone number ************. My sales man was *****. However I have talked to the whole store at one time or another includeing manager. This bed was less then a year old when I first call to complain about this bed. In the mattress it has lumps and bumps and springs coming out. It is the worst mattress I have ever had in my life. I am ********************************** February. No return calls. They had both mine and my husband cell phone numbers. I have my cell phone on me all the time. I thought this past Thursday it was going to be handled finally they send a mattress inspector out. Well he never showed up. I go no where I am in a room of my house where I see all traffic going by. My visiting nurse came that day also. Now they were to be here today at 9:00 no show. I have called for this mattress at least 25 times. My window in my office looks out on my dirt road and no one has come. My camera is pointed on my road no one has come. They know they have to call so I can let them in because I have two dogs. Please help me. I am on SSI and took 4 years to save for this bed. I wanted a replacement now I look for a refund. Please help Thank you very much *****************************

  

  Business Response

  Date: 05/29/2024

  Were sorry to hear that the bed is not to your liking. In order to serve you, we do need to have that bed inspected by a qualified technician in order to determine if it is eligible for exchange. I know that you mentioned contacting us being an issue, though I can see in our call log that between 4/24 and 5/28 you were called 14 times, which is almost every other day, with most of the calls resulting in having to leave a message on your machine. There was a mix up on your last appointment with the company doing the inspection, and unfortunately they believed that the inspection was on schedule when it was not, and we apologize for that. We called them to address this miss, and they have already reached out to you to re-schedule. If you have not spoken to them yet, please check your messages and call them back to schedule. Until we have a successful mattress inspection, we cannot move forward, as it is the responsibility of the mattress manufacturer to uphold their guarantee against defects in the production of that mattress, and if it is found to be that the mattress has not held up to the warranty standards, the manufacturer will issue us the appropriate paperwork to take care of it for you. Please check those messages if you havent already, and we look forward to getting that mattress inspected. 

  Customer Answer

  Date: 05/29/2024

  I am disabled so I am home all the time. I have cameras and you are not on them. I answer my phone all the time because that is how I communicate. It is really funny I answer my phone to you and not to them. You at Spencers several times told me how bad they are. So please do not candy coat this. I just want them to replace this 4k pc of junk. Or give me my money bck so I can buy a real bed. You have not lived up to your side. I just want someone to help me. how often do you think a disabled person gets out and 71 years old. ************. You have been contacted 15 times. Not just twice. 

  Thank you 

  **************************;

  

  Business Response

  Date: 06/04/2024

  When we responded to this complaint on 5/28, the mattress inspection company had already made a call to the customer to schedule their inspection,which was not answered, and a message was left. We followed up with the inspection company and they were eventually able to make contact with the customer, and they were scheduled for their inspection on 6/1. If the inspection reveals that the mattress is defective, the manufacturer will issue a replacement credit for the customer. Without an inspection deeming the mattress to be defective, Spencers does not exchange, return, or replace mattresses due to comfort reasons. Used mattresses cannot be re-sold, and Spencers makes it very clear before purchasing that all mattress sales are final, with the only exception being if it fails a mattress inspection and is deemed defective, and the manufacturer replaces it. Once the inspection has been finalized, as can move forward with the customer.